Help Centre

Help Centre

  • COVID-19

  • How is Enterprise Car Club responding to COVID-19?

    At Enterprise Car Club the safety and wellbeing of our members and employees is always our top priority. With continued news around coronavirus (COVID-19), we are taking numerous steps to ensure we mitigate the risks posed. In summary these include;

     

    • Enhanced Cleaning Regime: Clean vehicles have always been important to us, but at this moment in time, we know vehicle cleanliness is even more critical. As a result, we have enhanced our cleaning regime to ensure each of our vehicles is thoroughly cleaned between every rental and backed with the Complete Clean Pledge. This includes a general wipe down, and sanitising with a disinfectant that meets leading heath authority requirements, with particular attention to more than 20-plus high-touch points – find out more here.
    • Adapted automated booking process: Booking via the app and website has been reinstated with some small technical modifications to allow us to book out vehicles for cleaning. Click here for more information.
    • Exclusion of high-risk members: Members may only rent vehicles if they (a) Are not currently under quarantine for COVID-19. (b) Have not been diagnosed as having COVID-19. (c) Are not displaying any of the symptoms of the COVID-19 virus. (d) Are not living with or in close contact with someone who is currently quarantined or who has tested positive for the virus.
    • ‘Rapid response’ protocol: Enterprise have put in place expedited processes should we need to isolate a vehicle, taking it out of use, if a member tells us that they have started to exhibit COVID-19 symptoms.
  • What should I do if during or post a reservation I start to exhibit COVID-19 symptoms?

    Members should contact Clubhouse on 0345 266 9290 immediately. Enterprise Car Club will then enact a ‘rapid response’ protocol to isolate the vehicle, taking it out of use.

  • I am trying to book but am getting the message "The reservation could not be created" - what does this mean?

    When making a booking if you see a message telling you that “The reservation could not be created” it could be that there is insufficient time between your booking (including the 48hr buffer) and the next. Temporarily when booking via the app or website to secure a booking you need to find a vehicle available for your reservation plus a subsequent 48 hours. This buffer builds in time for cleaning before the next reservation and allows you to extend your reservation for up to 1 hour should you want to. If you want to extend your trip for more than 1 hour you will need to call the Clubhouse. You will not be charged for any additional timing buffer outside your reservation. For more information please click here.

  • Why is it dangerous to leave hand sanitiser in vehicles?

    The NHS has warned that leaving your hand sanitiser in a vehicle can become a fire risk. Most hand sanitisers contain an element of alcohol which is highly flammable and when combined with high temperatures can cause a fire. For this reason, we strongly advise you take your hand sanitiser with you every time you leave a vehicle.

     

  • Accounts & Joining

  • Who can join?

    In order to join Enterprise Car Club, you must be 19 or over. You must have had your full driving licence for 1 year if under the age of 22. If you’re 22 and over, you can join as soon as you have a full licence. There are no upper age limits.

     

    For more information on the types of membership plans available click here.

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  • How do I join?

    Join today in just a few minutes by completing our online application form here. To enrol, you will need your email address, postcode, contact number, driving license and a credit/debit card registered in your name to a UK address. The Clubhouse team will then call you to finalise your application. Please note that we do not accept pre-paid cards. 

     

    We have over 1,400 vehicles nationwide in 180+ towns, cities and communities. Click here to find one near you.

     

     

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  • I have a non-UK driving license, can I still join?

    Absolutely. We can accept any nationality of driving licence for the duration that they are valid in the UK.

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  • I have some driving offences, can I still join?

    Yes, as long as your driving licence is valid in the UK and you meet our other requirements, you are welcome to join Enterprise Car Club.

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  • I'm a disabled driver, can I still join?

    Absolutely – just as long as you have a current, valid driving licence. Please contact our Clubhouse team on 0345 266 9290 if you have any further questions.

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  • I have a disability, how can Enterprise Car Club support me?

    Enterprise Car Club offers its members a wide selection of vehicles - from large to small, from manual to automatic. The specification of the vehicles available can be clearly identified and selected by member before making a reservation either on the mobile app or desktop webpage.  If you’re not yet a member call or email the Enterprise Car Club Clubhouse to confirm the locations of the vehicles which suit you best.

     

    Where accommodating your needs requires more bespoke support we similarly ask you to get in touch. This time by contacting the Enterprise customer service team via freephone 0800-633-5665 or customerservice@ehi.com. The team are happy to help and can, for example, arrange for a range of hand control driving devices to be installed, surrogate drivers to be added your account and/or specially adapted vehicles to be provided. To best meet your needs, making every reasonable accommodation, we may work in partnership with Enterprise Rent-A-Car – where Enterprise Car Club members can get 5% off. We ask nevertheless that you allow sufficient time for special arrangements to be made.

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  • What if I am a member of another car club?

    We actually offer £1 membership for the first year if you are coming from another car club. To ensure you get your £1 membership enter code COMP600 when prompted on our online application form. All we ask is that you provide proof of your other membership, for example a recent invoice.

     

    For more information, please click here.

     

    We would be more than happy to have you! Please be aware that this offer is not applicable if you are joining our ‘Under 22’ membership plan. For more information contact our Clubhouse team on 0345 266 9290.

     

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  • How do I use my promotion code?

    Promotion codes can be used upon signing up. To use a promotion code, simply enter the code on the application form. Only one promo code can be used per application.

     

  • Can I add an additional driver to my account?

    Yes, you can add an additional driver to your account for half price annual membership. They will be issued with their own membership card. Please note that you must both reside at the same address and that any usage/fees relating to either yourself or your additional driver's reservations will be debited from the same payment source. 

  • How do I cancel my membership?

    If for some reason you believe that Enterprise Car Club isn’t right for you, cancelling your membership is easy. Simply fill in this form and we'll contact you to cancel your membership.

     

  • How do I change my pin or password?

    When you first sign-up to Enterprise Car Club, you'll be asked to create a password and a pin. The password is for you to log in to your account to view, amend and create bookings, and the pin is used when you are in the vehlce to release the keys.

     

    You can change your pin or password at any time in your account preferences. Click here to find out how or click here to watch our easy How to change your Pin and Password guide.

     

    If you have any questions, the Clubhouse are available on 0345 266 9290 to provide assistance.

  • Vehicle Locations

  • Will I have access to all of your vehicles across the UK?

    Of course, this is a major benefit of being a member of Enterprise Car Club as we have the largest network of club vehicles across the UK. Members can access vehicles in any location in which we operate. Off on business? Travelling to see family and friends? Reserve your Enterprise Car Club vehicle online and pick it up at your destination.

     

    To find one near you, click here.

     

  • What types of vehicles are available?

    Members have a wide range of vehicles to choose from – small city cars, medium hatchbacks, larger estate vehicles, electric vehicles, easy to park small vans and larger vans. Members on our Under 22 plan have access to small and medium category vehicles only.

     

    Click here to find out more. 

     

  • There isn't a car or van near me - can I request one?

    We’re always expanding our network of vehicles so do keep checking our website for the latest updates. To let us know that you would like a vehicle near you, please complete this online form.

     

     

  • Pricing

  • How does the pricing work?

    You pay a simple hourly/daily rate for the time you reserve the vehicle plus a mileage charge which varies between vehicles and locations. We’ll take care of the breakdown cover, insurance, MOT’s, servicing, and cleaning, leaving you to just enjoy the drive. The estimated cost of your trip (less any mileage charges) will be displayed before you confirm each reservation. To give you peace of mind, our price guarantee means we charge you the daily rate if it is lower than your combined hourly rate. This daily cap will only be applied to one reservation per day.

     

    You can find out more about our pricing and membership plans here.

  • How is mileage calculated?

    The in-car computers calculate exactly how many miles have been driven during your reservation, so we can charge you accurately for your trip.

     

  • How do I pay you?

    Payments will be taken from your card the morning after your reservation ends via Continuous Payment Authorisation. You can keep track of all your reservations, payments and invoices online by clicking ‘Account’ after logging in. Keeping control of your transport budget has never been easier. We will always give you at least 14 days’ notice of any other charges to be applied to your account such as parking tickets, Congestion Charges or excess payments.

    You will receive an invoice at the end of each month outlining your total costs for the month passed.

     

    For further help and information on your invoice, click here

  • What is continuous payment authorisation (CPA)?

    Continuous Payment Authority transactions are a form of regular payment. When you provide Enterprise Car Club with your card details you in turn are authorising us to take payments for using our service via our daily payment system.

     

     

  • How do I track my payments?

    It’s easy to keep track of your account by simply logging in and viewing your ‘Account’ area online.

     

  • How do I pay the London Congestion charge?

    If you use one of our Enterprise Cars whose bay is inside the zone, we will cover the full cost of the Congestion Charge. Vehicles based in London but located in bays outside of the Congestion Zone are now charged £15 if the car is driven in to the Congestion Zone during charging hours. Any such charges are paid by Enterprise Car Club and invoiced to the member.

     

    Enterprise Car Club vehicles based outside the London Congestion Zone, driven into the zone during charging hours, will need to pay the TFL Charge. For more information, click here.

     

    You are required directly to pay the charge yourself as the vehicles are not registered with Transport for London. Failure to do so will result in TFL penalties plus an admin charge of £30.

     

  • Who pays for a traffic ticket?

    The member is responsible for paying for all tolls, traffic or parking tickets while using an Enterprise Car Club vehicle. For more information on charges, click here.

     

  • How much does under 22 membership cost?

    At Enterprise Car Club you can join from the age of 19 (as long as you have had your licence for at least a year). You can join our Under 22 membership plan for just £6 a month and just pay the hourly rate and mileage fee. This varies on different locations and vehicle sizes.

     

    Please visit your location page for more information.

     

  • What happens when I need to fill the vehicle with fuel?

    All of our vehicles are equipped with a fuel card (you’ll find it inside the glovebox or on the side of the dashboard, to the right of the steering wheel). Please note this is only visible when the drivers side door is open.

     

    Check whether the vehicle takes petrol or diesel, fill up the vehicle as normal and hand the fuel card over to the cashier along with the current mileage of the vehicle.

     

    We ask our members to return the vehicles with at least a quarter tank of fuel for the convenience of the next member. Please note that there is an £80 limit per transaction on our fuel cards.

     

    Our vehicles in London now have special chip-and-PIN fuel cards. Members refuelling these vehicles will need to enter a unique 4-digit PIN when using the card at petrol stations. You’ll find the unique 4 digit pin on your booking confirmation email. For optimised security these codes will regularly change so please refer to this email with each new booking.

     

    Click here to watch our easy guide on How to Refuel the Vehicle.

     

    For more information, click here.

     

    If you have any further questions please do not hesitate to contact the Clubhouse on 0345 266 9290.

     

  • I don't understand my invoice.

    For further information on your invoice please click here.

  • Insurance

  • Insurance - is this included?

    If you have a personal membership (with your own personal payment details), all of our vehicles are insured so you do not need to take any insurance out to drive our cars or vans. Third party and passenger liability cover is in place. A damage waiver excess of £750 applies if you do have a bump, but you’ll only have to pay this if the accident is deemed to be your fault or a third party can’t be traced. If the repair cost is less than the applicable excess, you’ll only need to pay that amount. For more information, click here

     

    If you are a member of a corporate account, please check with your employer or Enterprise Car Club account manager for details about your insurance cover.

     

    If you have any questions about our insurance and damage waiver options please call the Clubhouse team for further details on 0345 266 9290.

     

  • What is damage waiver?

    Damage Waiver reduces the liability you are responsible for in the event of damage to and or theft of the vehicle, including any towing, storage and impound fees reasonably incurred by us as a result of the damage to and loss or theft of, the Vehicle. Damage Waiver is included in your reservation and comes with an excess (as standard, this amount is £750 per incident). This is the money you are liable for in the event of accidental damage to, or theft of, the vehicle.

     

    If the repair cost is less than the applicable excess, you’ll only need to pay that amount.

     

  • Can I reduce my excess?

    We give our members the option to reduce this excess for extra peace of mind to £100 per incident for just £90/year or £10/month, meaning you’ll never pay more than £100 for a claim for any particular incident, we call this ‘Excess Protection’..

     

    If you are 22 or over, you may be able to reduce your excess to just £100 per incident for an annual fee of £90, or a monthly fee of £10. Simply enter your member ID on this form or call the Clubhouse on 0345 266 9290.

     

    Alternatively, you can reduce your excess for a particular reservation to £100 per incident by paying an hourly fee of £1.50/hr (up to £12.00/day). You can select this option at time of making your reservation.

     

    If you are a member of a corporate account, please check with your employer or Enterprise Car Club account manager for details about your insurance cover.

     

    If you have any questions about our insurance and damage waiver options, please call the Clubhouse team for further details on 0345 266 9290.

  • What if I wish to cancel or change my excess reducation plan?

    To cancel or change you existing excess protection plan, please contact the Clubhouse on 0345 266 9290 – choosing option 5. This phoneline is open 8am- 8pm Monday to Friday; 8am-6.30pm Saturday and 9am-6.30pm Sunday. 

  • What does excess protection not cover?

    Please note that none of the above listed excess protection options exempt you from liability for damage caused by the use of the wrong fuel or any failure to take all reasonable measures to look after the vehicle keys or any other device which unlocks the vehicle and/or enables the vehicle to be started. Excess protection will be voided if damage is caused by: failure to secure the vehicle keys and failure to lock the vehicle, unauthorised repairs on the vehicle, failure to stop using the vehicle once a fault becomes known, use by an unauthorised driver, use by an unlicensed driver, use for hire and reward, use of vehicle for any illegal purpose or deliberately causing injury or damage to property, racing, pacemaking, or teaching someone to drive, use whilst under the influence of alcohol or drugs, use of the vehicle outside of the United Kingdom without our written permission, overloaded with more passengers than seatbelts, towing, use off road, transporting dangerous or noxious substances, use of vehicle in a reckless manner, or use of vehicle on an aerodrome, airfield, airport or military installation, or any breach of your obligations under the Enterprise Car Club member terms and conditions Enterprise Car Club member terms and conditions

  • Can I use the vehicle for business use?

    Yes. Our insurance covers you for personal and business usage. Take a look at our ‘car clubs for business’ page to see how Enterprise Car Club could save your business money as well as being a more convenient and cost optimal travel solution. Please note, Enterprise Car Club vehicles cannot be used for Taxi purposes. 

     

  • What should I do if I get into an accident?

    You must report any traffic accident involving personal injury, loss, damage, or theft to the police immediately and to Enterprise Car Club (on 0345 266 9290) as soon as practically possible.

     

    The police reference number allocated must be provided. You must not admit liability or guilt in the event of an accident or promise to pay any third party or attempt any repair.

  • Do your vehicles have breakdown cover?

    As our vehicles are all new, reliable and serviced on a regular basis so a breakdown is unlikely. However, all cars and vans are covered for breakdown and recovery assistance. In the event of a breakdown please call our 24/7 Clubhouse line on 0345 266 9290. Please see the in-car handbook for more information and practical advice.

     

    Please note – dependent upon the circumstances you may be liable for any costs incurred.

  • Driving

  • How do I get into the vehicle?

    On your first reservation, please place your contactless card over the card reader in the windscreen and wait for the green light to appear. After your first reservation, you can use the Enterprise Car Club app to unlock the vehicle from your phone.

     

    To get the vehicle keys, enter your PIN number (which you would have set when you joined) into the PIN pad located in the glovebox. During your reservation make sure you lock and unlock the vehicle with the vehicle keys as you would in any other vehicle.

     

    Click here to watch our easy guide on How to Start your Reservation.

     

    For more information, click here.

     

  • How do I turn on the engine with a keyless fob?

    For security reasons, we've adjusted the proximity limits between the keyless fob and the engine start/stop button in our keyless vehicles. This means that for the vehicle to detect the key, the key must be held closely to the engine start/stop button. This will allow the engine to start up.

     

    Click here to watch our easy guide on How to Start your Reservation.

     

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  • Where do I collect the vehicle from?

    Each Enterprise Car Club vehicle has its own designated bay. You can find details of this on the application and your confirmation booking. If the vehicle is not in the bay, then please contact the Clubhouse who can direct you to an alternative vehicle. Please call the Clubhouse on 0345 266 9290.

     

  • What if I'm running a bit late?

    COVID-19 UPDATE:

    Amending your reservation before your booking has started: To make changes to the timing of your reservation, or to change vehicle, please call the Clubhouse (0345 266 9290 – choosing option 1). It is not possible to do so via the app or website. It is only possible to cancel via these channels. The Clubhouse phoneline is open 8am- 8pm Monday to Friday; 8am-6.30pm Saturday and 9am-6.30pm Sunday. Though emergency calls are taken 24/7. Surcharges for booking & amending bookings are being waivered.

    Amending your reservation mid-booking: During your reservation the app will allow you to end your reservation early or extend for up to an hour. Should you need to extend your booking for longer please call the Clubhouse (0345 266 9290 – choosing option 1) to see if this is possible. The Clubhouse phoneline is open 8am- 8pm Monday to Friday; 8am-6.30pm Saturday and 9am-6.30pm Sunday. Though emergency calls are taken 24/7. Please note that if you change or shorten a reservation (including cancelling a reservation after the start time) you will be charged up to the full cost of the reservation.

    Find out more here

     

    Don’t worry; this happens to us all, which is why we make it as easy as possible to extend your reservation.

     

    You can extend your reservation from within the vehicles themselves by 15-minute increments. To do so simply press menu on the PIN pad in the glovebox and follow the instructions on screen.

     

    If in doubt, please call the clubhouse team (for free from the PIN pad) to prevent any other members being inconvenienced. If members are late and do not let us know they’ll be charged a £30 late fee plus 20p per minute for the duration over their original reservation. Additionally, any costs accrued by any member who is kept waiting may be passed on.

    All other charges can be viewed here.

     

    Click here to watch our easy guide on How to Extend Your Reservation.

     

    For more information on how to extend a booking, click here.

     

  • What if the vehicle is damaged before I drive?

    To ensure you are not charged for any damage you have not caused, you must check the vehicle BEFORE you drive using our easy to use damage evaluator tool located inside the glovebox. If the damage evaluator (located inside the glovebox) indicates the damage should be reported please let the Clubhouse team know BEFORE you drive by calling 0345 266 9290 or call for free from the in-car PIN pad.

    If you cannot get through on the phone, it is imperative that you take a time stamped image on your mobile device. Please then email the photos, with a description of the damage, to helpdesksupport@enterprisecarclub.co.uk.
     

    Click here to watch our guide on How to Check the Vehicle for Damage.

     

    For more information, click here.

  • Do I need to add fuel to the vehicle?

    Refuelling the car club vehicle is the responsibility of our members, however our members are not charged themselves; we take care of that!  We do ask our members to refuel the vehicle when it drops below ¼ tank during their reservation for ease and convenience for the following member. Our members must ensure they are refuelling with the correct fuel type. You will find a fuel payment card in the glovebox or on the side of the dashboard, to the right of the steering wheel. After you have refuelled the vehicle, take a note of the current mileage on the dashboard, and use the fuel payment card at the payment kiosk to pay. Once paid, return the fuel payment card to the computer in the glovebox, or the holder on the dashboard, along with the receipt.

     

    Please note that there is an £80 limit on the cards. This means that when you use one of our fuel cards at a petrol station you will only be able to use it once, on a fuel bill of £80 or less. If you exceed this limit (even only slightly), or require a second transaction, you will not be able to use the card. Instead you’ll be required to claim back the cost. You can do this by uploading a photograph of the fuel receipt via the “My Fuel Receipts” menu option on the app.  If you are not an app user you can email the photograph to the Clubhouse helpdesk@enterprisecarclub.co.uk along with your name, member ID and booking reference.

     

    Click here to watch our easy guide on How to Refuel the Vehicle.

     

    For more information, click here.

     

  • Where in the UK can I drive my Enterprise Car Club vehicle?

    You can drive your vehicle anywhere across the UK mainland and Isle of Wight (we currently do not allow travel to any other non-mainland parts of the UK without written permission from Enterprise Car Club).

     

    At the end of the reservation, the vehicle must always be returned to its designated bay unless otherwise instructed by the Clubhouse. If your original bay is blocked upon your return, please contact the Clubhouse as soon as possible on 0345 266 9290.

     

  • Where can I park during my reservation?

    During your reservation you are responsible for parking the vehicle legally and safely, as you would your own. Any parking fees/fines are your responsibility and need to be paid directly by yourself. You cannot park in other car club bays or leave your own vehicle in a car club bay whilst on your reservation (civil enforcement officers will think you’re blocking the bay and will decorate your vehicle with an unattractive yellow ticket – no one wants that).

     

    Please check the Enterprise Car Club website for any parking benefits in your area. This can be found on the page designated to your location.

     

  • Can I take a van to the tip/recycling centre?

    Yes, you can take a van to the tip/recycling centre to drop off any residential household waste. 

     

    Each local authority is different, so please make sure you check the permit requirements with your local council prior to booking the vehicle.

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  • Are members responsible for cleaning the vehicle?

    COVID-19 UPDATE: Clean vehicles have always been important to us, but at this moment in time, we know vehicle cleanliness is even more critical. As a result, we have enhanced our cleaning regime to ensure each of our vehicles is thoroughly cleaned between every rental and backed with the Complete Clean Pledge. This includes a general wipe down, and sanitising with a disinfectant that meets leading heath authority requirements, with particular attention to more than 20-plus high-touch points – find out more here.

     

    At this time, as you make a booking our systems will additionally book out the vehicle for cleaning before the next rental. You will not be charged for this time. Find out more about what small changes we’ve made to the app and website booking process to facilitate cleaning here.

     

    An Enterprise representative will clean the vehicles on a regular schedule. Since this is a vehicle sharing community and the vehicles cannot be cleaned after every use, it is the members responsibility to leave the vehicle in a clean condition ready for the next member. Please remember to take your personal belongings and removing any litter upon exiting the vehicle.

     

  • What happens if I have an accident?

    Hopefully you will never have a bump but if you do, you only have to pay the damage waiver excess if the accident is deemed to be your fault (or a third party cannot be traced). If the repair cost is less than the applicable excess, you’ll only need to pay that amount.

     

    If you have an accident, refer to the in-car handbook for information on what to do at the scene. If in doubt – the Clubhouse team are available on 0345 266 9290. All damage cases are handled by a dedicated damage recovery unit. To contact the damage recovery unit about an accident, please email dru.uk9z@ehi.com.

     

    You must also report any traffic accident which includes personal injury, loss, damage or theft to the police. The police reference number allocated must be provided to Enterprise Car Club. You must not admit liability or guilt in the event of an accident or promise to pay any third party or attempt any repair. Please see the in-car handbook for more information and practical advice.

  • Are pets allowed in the vehicle?

    To ensure our members with pet allergies stay safe driving our vehicles, we ask you not to transport animals in our cars/vans.

     

    If you need to travel with a service animal, please contact the Clubhouse team so we can discuss your needs. Our number is 0345 266 9290 or email us at helpdesk@enterprisecarclub.co.uk.

     

  • What happens if there is a breakdown during the reservation?

    In the event of a breakdown, flat tyre or other problem, call us immediately so we can dispatch our 24 hour roadside assistance.

  • What do I do if the Car Club bay is blocked upon return?

    If the car club bay is blocked when you return the vehicle, please contact the Clubhouse on 0345 266 9290 who will advise you on a safe and legal location to park the vehicle.

     

    The vehicle must always be parked in a safe and legal location. Any penalty charge notice (PCN) obtained as a result of illegal parking will be the responsibility of the member.

     

  • Do I have to bring the vehicle back to the same location I picked the vehicle up from?

    Yes, at the end of your reservation you must return the vehicle to the same bay that you picked it up from.

  • How do I end my reservation?

    COVID-19 UPDATE: Making and amending reservations via the Enterprise Car Club app and website has been reinstated. Temporarily though there are some small changes we’ve made to allow us to continue to clean vehicles between each rental during this time. These however do not affect how you end a reservation, you can use the app or contactless card as normal – see below. Find out more about how booking via the app and website has changed here.

     

    Once you have turned the engine off, simply open the glove box and place the key fob which is attached to the keys, in to the in-car pin pad and follow the on-screen prompts. Once completed and you have collected all of your belongings, simply lock the car by holding your contactless card over the contactless pad on the windscreen, or alternatively using our mobile app.

     

    The vehicle can be locked by using ANY contactless card. The mobile app will not allow you to lock the vehicle over the booking time – in this instance, please use a contactless card. Once you had heard the car lock please check the doors to make sure they are locked before leaving.

     

    Click here to watch our easy guide on How to End a Reservation.

    For more information, click here.

     

    If you have any issues with any stage of this process, please give the Clubhouse a call on 0345 266 9290 whilst you are still with the vehicle and one of the team will be able to assist you.

     

  • Do I have to put the vehicle on charge at the end of my reservation?

    Yes, it’s important that the vehicle is placed back on charge at the end of your hire. Once the engine is switched off please follow the instructions inside the vehicle which will guide you through ending your reservation and placing it back on charge.  

     

    Failure to put the vehicle on charge at the end of your reservation can impact the next user as there may not be enough charge for them to complete their journey or even use it all.  If you have any issues please give the Clubhouse a call on 0345 266 9290.

     

    Failure to put the vehicle back on charge may result in a staff call out to resolve which could result in a £30.00 fine.

     

    Click here to watch our easy guide on How to Charge an Electric Vehicle.

     

    For more information on recharging our electric vehicles, click here.

  • Booking & Reservations

  • How do I reserve a vehicle?

    COVID-19 UPDATE: In many ways to make a reservation you can use our app or desktop booking platform as normal, viewing and booking available vehicles. Behind the scenes as you make your booking the system will automatically book out the vehicle for additional time to accommodate cleaning before the next rental. This means you’ll need to select a vehicle which is available for your reservation plus a subsequent 48 hours. You will not be charged for any additional time outside your reservation. If there is insufficient time between your booking (including the 48hr buffer) and the next, you will be shown messaging telling you that “The reservation could not be created”. In this instance please adjust the length of your booking or select an alternative vehicle. Find out more here

     

    Our members can reserve on the go or in advance, at any time, using the website or mobile app. Extensions can also be made through the in-car computer, online, using our mobile app or by calling our Clubhouse between 08:00 and 21:00 free of charge.

     

    For more information on app bookings, click here.

    Click here to watch our easy guide on How to Make an Mobile Reservation.

     

    For more information on website bookings, click here.

    Click here to watch our easy guide on How to Make a Web Reservation.

     

    Members can also contact our Clubhouse to create a reservation, however, as this is predominantly an emergency line the following charges will be incurred. Reservations made by telephone between 08:00 and 21:00 are charged at £1.50 per call (irrespective of the number of reservations made). Reservations and extensions made by telephone between 21:00 and 08:00 are charged at £5.00 per call. Extensions of reservations made over the telephone at any time on a public/bank holiday will be charged at £1.50 per call. For more information on our charges, click here.

     

  • Will a vehicle be available when I need it?

    COVID-19 UPDATE: In many ways to make a reservation you can use our app or desktop booking platform as normal, viewing and booking available vehicles. Behind the scenes as you make your booking the system will automatically book out the vehicle for additional time to accommodate cleaning before the next rental. This means you’ll need to select a vehicle which is available for your reservation plus a subsequent 48 hours. You will not be charged for any additional time outside your reservation. If there is insufficient time between your booking (including the 48hr buffer) and the next, you will be shown messaging telling you that “The reservation could not be created”. In this instance please adjust the length of your booking or select an alternative vehicle. The process of cleaning vehicles between each rental will naturally reduce the number of vehicles available at any one time, this however is unavoidable as we priorities the safety and wellbeing of our members. Find out more here.

     

    We have more than 1,400 vehicles available across the UK, so whether it’s by the hour or day we are more than likely going to have a vehicle available for you. Once you have made a booking, the vehicle will be ready and waiting for you.

     

    If demand picks up in one area, we simply add more vehicles. If you would like a vehicle near you, please click here.

     

  • How quickly can I use the vehicle after reserving online?

    You can reserve a car or van a few minutes in advance (if available) and go to the vehicle straight away. Equally you can reserve up to 11 months in advance – we won’t charge you if you need to cancel just as long as you give at least 5 hours’ notice.

  • If I finish my reservation early will I still be charged for the full time I reserved?

    If you reserve a vehicle for 5 hours but only use it for 3.5 hours, you are still charged for the whole reservation. This is because the vehicle is unavailable to other members during your reservation.

     

    We advise you are realistic as possible when making a reservation as to avoid unnecessary costs.

     

  • Can I cancel my reservation?

    COVID-19 UPDATE: You can cancel reservation via the app, desktop booking platform or calling the Clubhouse (0345 266 9290 – choosing option 1). Find out more here.

     

    Of course! You may cancel a reservation at any time.

     

    If you cancel more than 5 hours in advance of your booking then you won't be charged. However, if you cancel within 5 hours of its start time you will be liable for the cost of the reservation up to a maximum of £30.00. 

     

    If you change or shorten a reservation (including cancelling a reservation after the start time) you may be charged up to the full cost of the reservation. For more information on our charges, click here.

     

  • Where is my fuel card pin?

    If you've made a reservation using our app, you can find your fuel card pin number in the 'messages' section under your reservation information. You will have also received this information in your booking confirmation email.

    If you're still unable to find your pin number, please email helpdesksupport@enterprisecarclub.co.uk.

  • What are Special Rate vehicles?

    Special rate vehicles allow our members to rent certain vehicles for a reduced daily rate. You can find one by filtering your vehicle search to ‘specials’ on our mobile app or website when booking your next car.

     

    Please note that most of our special rate prices are not available during the surrounding week of a bank holdiay weekend. This means you won't be able to pre-book a special rate vehicle if the date falls after a bank holiday - these rates will then be live again once the bank holiday has passed.

     

  • How do I start my first reservation?

    If this is your first rental, you’ll need to hover a contactless card over the pin pad in the windscreen, to access the vehicle (rather than use the app).  All contactless cards are accepted except Monzo - Monzo cards can still be used for payment. The card you use to do this will then be linked to your account moving forwards giving you the option to use it again in this way to access a subsequent reservation or use the app.

  • For Business

  • How does the Enterprise Car Club work for businesses?

    Enterprise Car Club saves hundreds of businesses all over the country time and money by replacing expensive and time-consuming company cars, taxi and grey fleet with almost instant access to hundreds of vehicles nationwide. Say goodbye to processing mileage and expenses claims, arranging safety checks for grey fleet and reserving taxis – just reserve online, unlock and go.

     

    Enterprise Car Club is a great compliment to an existing travel policy, especially if you have a lot of short duration (1-2 day) trips. Car club, or automated rental, is often more convenient and has a lower cost per journey compared to some daily rental programmes. In fact with Enterprise Car Club, we can also provide a dedicated booking tool; ETD, that will tell your employees when Car Club is the best choice and book it for them right there and then

     

    Once your business account has been set up, we will then contact the drivers you would like adding to the account. You then receive one monthly invoice which details all reservations by driver. Simple.

     

    Larger businesses can benefit from our bespoke solutions – take a look at our business page or contact us here.

  • What's the difference between a personal and a business membership?

    When it comes to reserving and accessing our vehicles there is very little difference.

     

    Business membership typically includes several employees and can sometimes attract discounted membership and usage charges especially where the account requires dedicated support from an Enterprise Car Club account manager.

     

    We specialise in building bespoke travel solutions for our business members – guaranteeing their staff access to specific vehicles at certain times of day, using technology to make an existing fleet of pool vehicles more efficient or by building a suite of options combining car club access and daily rental from Enterprise Rent-A-Car’s 400+ branches nationwide.

     

    For details view our business page.

  • Are there special memberships for business accounts?

    Yes, we develop custom programs for businesses, governments and universities based on your organisation’s size, needs and goals. These memberships range from placing a few cars vehicles near your building, to offering a private fleet for your employees only.

     

    Reach out to us today and learn about how we can help your organisation save money, reduce emissions and be a leader in your community to be more efficient.

  • How do I sign up as a member on my employer's account?

    You can join by visiting your organisation’s location page or via a link provided by your employer.

  • I'm moving offices, where there isn't an Enterprise Car Club vehicle. What do I do?

    Contact your account manager or fill out a 'Request a car near me' form – we will then be able to discuss your options and how best we can accommodate you in your new space.

  • Can I request an Enterprise Car Club vehicle near my office?

    Absolutely. Simply complete this form and someone will get in touch with you to see how best we can accommodate your needs.

  • What types of vehicles can be shared?

    We will evaluate your organisation’s needs and suggest specific car models for you to share. We offer a large and diverse fleet of newer vehicles, including fuel-efficient city cars, vans, electric and hybrid models.

     

  • Who can use the vehicles that are near our building?

    It depends on what type of program we have developed for you. Some organisations elect to have us place a few cars near their office but anyone in the city can use them. Other organizations organisations have us set up an entire private fleet just for their employees and/or clients to use.

     

    Contact us today to learn more about what’s best for your organisation.

     

  • Does an organisation’s car sharing program include insurance?

     

    It can do, or you can provide your own insurance. Please contact us and we will discuss the full program and services available. 

     

  • What happens if one of our members damages the vehicle?

    Business and Government Liability and Damage Waiver coverage varies by program. Please review your location details page or contact us for more information.

  • How do I remove a member from our business or government account?

    The account administrator can contact us to remove a member from the account.  We’ll provide instructions for returning membership card or fob. 

  • About Us

  • Where are your full terms and conditions?

    You will find a link to our Terms and Conditions on the footer of our website or by clicking here.

     

    This also outlines our other charges (including fines) and we strongly recommend reading this before joining. As much as we hate ‘rules’ too, we have to enforce them to ensure the smooth running of the club and for the benefit of all members.

  • What do I do if I want to make a complaint?

    If you are not satisfied with the service provided by Enterprise Car Club you can complain by e-mailing membership@enterprisecarclub.co.uk or by calling 0345 266 9290.

     

  • When can I contact the Clubhouse?

    You can contact the Clubhouse 24/7, however some hours are reserved for emergency calls only. For more information on opening hours, emergency hours and contact information, please click here.

     

    Please contact us during our emergency hours when:

    • You arrive at a vehicle and find damage that would make it unsafe or illegal to drive, e.g. driver’s side wing mirror glass missing, flat tyre, smashed window
    • You are involved in an accident that requires roadside assistance
    • The vehicle breaks down
    • A fuel station is unable to accept the fuel card and you do not have the means to pay yourself to submit receipt for a refund/credit
    • You are unable to access or start a vehicle after following the standard instructions

     

    If you accidentally leave the lights on and your reservation has ended, we ask you to make a new 30 minute reservation to re-access the car and switch them off; this can be credited retrospectively if you then contact us in office hours.

     

    Please leave a voicemail if;

    • You notice cosmetic damage that has not previously been reported on the damage card inside the vehicle
    • You need to extend your reservation (these will be chargeable at £5.00 per reservation if you call out of hours so use the on board handset if you can as using this is free of charge).*
    • The vehicle’s home bay is blocked and you have parked legally. Please leave a detailed message advising type of space, location, and approximate distance from the bay.
    • You need to report a dirty vehicle
    • You have left property in the vehicle (if you need this immediately you can make a 30 minute reservation to re-access the car and this can be credited retrospectively the next day if you get in touch with the Clubhouse team).
    • You have an account, invoice or membership queries, please contact during standard office opening hours.

     

    The Clubhouse opening hours are as follows:

    •     Mon to Fri 08:00am to 20:00pm (from 20:00pm to 08:00am following morning out of hours emergency only)
    •     Sat 08:00am to 18:30pm (from 18:30pm to 09:00am following morning out of hours emergency only)
    •     Sun 09:00am to 18:30pm (from 18:30pm to 08:00am following morning out of hours emergency only)
    •     Bank/Public Holidays operate on Sunday hours unless specified.
    •     Please refer to other charges section for out of hours reservations/extension costs

     

    Bank/Public Holidays operate on Sunday hours unless specified.

    * Please refer to other charges section for out of hours reservations/extension costs.

  • Other

  • Enterprise Holdings Safety Recall Policy

    Policy: When Enterprise Holdings receives such a safety recall notice and the corresponding Vehicle Identification Numbers (VINs), it is Enterprise Holding’s policy to not rent such vehicles until the manufacturer’s specified remedy or authorized interim repair has been implemented.

     

    Process: After receiving the safety recall notice, Enterprise Holdings identifies affected vehicles by VIN and then places a “mandatory hold” on them in our rental management system. This “hold” directs the recall work be completed before renting the vehicle. Sometimes manufacturers advise that certain recalled vehicles can be safely operated once an authorized interim repair has been completed. In such cases, Enterprise Holdings may rent vehicles after the interim repair has been completed – but only until the final remedy is available.

     

  • Electric Vehicles

  • What’s new about the 2019 Nissan Leaf?

    The new Nissan Leaf has a range of 230 miles (155 miles more than previous version). The vehicle also has an e-pedal which allows the driver to start, accelerate, decelerate and stop using only the accelerator pedal. This means it is perfect for stop and start traffic driving. The e-Pedal is activated and deactivated by a switch in the centre console.

     

    Check out this video for more information on the e-Pedal.

     

    To start the new Nissan Leaf please enter your PIN, remove the key from the pin pad, press the brake and hold the key against the start button. After 5 seconds, push the power button. The vehicle can now be driven.

  • Where’s the nearest charging point and how can I find charging points during my reservation?

    Whilst on your journey, you can check out Zapmap, Ecotricity, Charge Your Car or Google Maps to locate your nearest charging post; perfect for pre-planning your pit stops!

     

  • Which charging points can I use free of charge?

    We cover the cost of recharging our electronic vehicles (EV). All of our electronic vehicles are equipped with a charging card (you’ll find it inside the glovebox or on the side of the dashboard, to the right of the steering wheel). Please note this is only visible when the drivers side door is open.

     

    There are three main types of EV charge point (slow, fast and rapid) as well as a number of charging connectors, some of which are suitable for a particular EV.  You can use Zap-map.com to find your nearest or plan your journey, but you can also see what type of charging point is where.

  • How can I get the best out of the battery life?

    The vehicles driving range all depends upon your own personal driving style. Here's how you can increase your driving range:

    1.       Maintain a steady speed.

    2.       Choose routes which are flatter - even if they are longer.

    3.       Use less heating and air conditioning.

    4.       Heat up or cool down your car before your journey, while it is still plugged into the mains.

  • Can I charge my rented electric vehicle at home?

    Members can charge vehicles at any charging station. This includes a charging port that you may have in your home.

     

  • What do I do with the charging cable?

    It’s important to always take this with you once you have taken the vehicle off charge; the cable belongs to the car and not the charging point. They are expensive to replace so always check it has been stowed correctly before setting off (follow the instructions in the guide which you will find inside each vehicle).

     

    Click here to watch our easy guide on How to Unplug an Electric Vehicle.

     

    For more information, click here.

  • Where do I find the charge card?

    The charge card is kept inside the car and can be found in the glovebox. We recommend that the card remains there when not in use to help ensure it does not go missing during your reservation. They are expensive to replace so please make sure it is present at the end of your reservation.

     

    Click here to watch our easy guide on How to Charge an Electric Vehicle.

     

    For more information on charging Electric Vehicles, click here.

  • How long do our electric vehicles take to charge?

    Below shows the approximate times to charge our electric vehicles. Please note that the times shown are only a guide as our electric vehicles will rarely be charged from 0%. Other factors that vary the charge time include ambient temperature, in-vehicle energy loads, any upper and lower charge restrictions to extend battery life and protect against potential damage, and charging rates slowing down as the maximum charge is reached.

     

    Rapid 50kW – 0-80% in 40 minutes

    Fast 22kW – 0-100% in 6 hours

    Fast 7kW – 0-100% in 6 hours

    Slow 3kW – 0-100% in 14 hours

  • How accurate is the battery percentage and mileage range on electric vehicles?

    The Enterprise Car Club booking system only displays battery percentage and millage range information for the newer model 2018/2019 Nissan Leaf. While on charge, the battery readings will update every 15 minutes. While NOT on charge, the values will update every hour. The vehicle will not update while being driven. The readings are estimates, and we advise members to review the below to inform their assessment

     

    EV Make & Model

    Battery (KW/H)

    Range at 100% (ideal conditions)

    30% reduction of 100% charge for driving style & real world conditions*

    LEAF 14/15 plate

    24

    84

    55

     

    LEAF 69 plate

    40

    168

    110

    *Assuming two people, motorway driving ~65mph, winter conditions.  More detail available from Nissan website by clicking here.

     

  • Where can I see the battery percentage of the electric vehicles?

    You will be able to view the battery percentage and mileage range levels on the app and desktop when reserving a newer model 2018/2019 Nissan Leaf. You will see the vehicles battery percentage under the vehicle information section.

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